Viverant

Ms. [redacted],   First of all, my sincere apologies for lack of response to this complaint. I just received a second notice dated 6/20 and was not aware of a complaint filed by Mr. [redacted].   Viverant’s response to Mr. [redacted]’s complaint:   Mr. [redacted] did indeed attend physical...

therapy sessions at Viverant from fall 2015 until present. He did accumulate a balance due from claims submitted by his insurance, UHC. He was made aware of these accumulating bills after they had all processed, both by statements sent on 2/16, 2/29, 4/4, 4/29, and 6/1, as well as phone.   Mr. [redacted] was contacted on multiple occasions, including:   3/4, 3/15 (to which he made a payment), 4/7 (notifying him UHC had been denying claims for insufficient patient information), 4/15 (voicemail), 4/21 (voicemail that he needs to contact his insurance to provide information so claims would process successfully), and 4/27 (spoke with Mr. [redacted], to which he assured Viverant information was provided and claims would be reprocessed).   On 5/11, Mr. [redacted] was notified again via voicemail his claims were denying by his insurance for insufficient information and he will be required to make payment on account due to not providing information to his insurance (UHC).   On 5/13, Mr. [redacted] was contacted again via voicemail to resolve issue and make payment on account to keep from collections.   On 5/16, payment was made via check to cover balance due from December, leaving 2016 bill still past due and unresolved.   On 5/23, Mr. [redacted] was contacted again to request payment to prevent collections.   On afternoon of 6/3, Mr. [redacted] was contact via email by me requesting he make payment on account or be sent to collections on 6/4, to which patient responded insurance (UHC) is processing his claims incorrectly and claims need to be resubmitted, and Viverant has not sent a correct statement. I verified with insurance claims were processed correctly and notified him accordingly, as well as requested Mr. [redacted] contact insurance so he could be made aware insurance had processed successfully. I also instructed him of payment options and notified him we did need payment on account to keep from collections on 6/6. Mr. [redacted] stated he had not heard from insurance, and felt he only had a copay to pay, and will check with insurance on his end.   On 6/4, Mr. [redacted] was notified via email his account was placed into collections for lack of correspondence or payment. Had Mr. [redacted] notified me that he contacted insurance, confirmed his bill, and would be making a payment, I would have gladly kept his account out of collections. Unfortunately, Mr. [redacted] did not contact me back until after I contacted him to notify him that his account was being sent to collections.   I apologize for the long-winded response – We tried over and over to work with Mr. [redacted] to resolve his bill, and notified him a number of times that he needed to make a payment on account to keep it from collections. Had Mr. [redacted] contacted his insurance and resolved their inquiries for information, and contacted them about the processing of their claims, I am confident his account would have been taken care of in a manner not requiring collections. Collections is truly a last-resort for many reasons…primarily I / we don’t like to send our patients to collections. Mr. [redacted] simply would not work with Viverant to resolve his account.   I hope this helps provide insight into the events leading up to this complaint. Again, my intent was not to send Mr. [redacted] to collections. It was simply to collect on a bill that was up over 180 days outstanding.   Please don’t hesitate to contact me at the below number at your convenience to discuss further. I’m available anytime.   -R-   -Ryan [redacted]-